IBM Support

Resolving hardware errors on my Guardium Appliance

Question & Answer


Question

What shall I do if I get hardware errors on my Guardium Appliance ?

Answer


xSeries Guardium Appliances

    IBM Technical Support Engineers should make reference to the internal site for the Hardware tickets for Guardium Appliances when assisting customers
    For machine types 3840 and 3841 customers should check and provide the following:-

    Provided the machine is still in Warranty - then:-
      • Create a Software SW PMR (if not already done) and include the following information
      • Fill in and return a Guardium Hardware Request Form
      • Run and provide the IBM Dynamic System Analysis (DSA) logs - This page contains the information for the pre-boot image needed to run and provide the DSA logs.


      With these details the IBM Technical Support Engineer will follow the internal site Hardware tickets for Guardium Appliances and provide the IBM hardware team with all the required information. The IBM hardware team will continue the PMR ticket to resolution.

Old Dell Appliances
    IBM does not provide support for old Dell Appliances.

    Dell Support need to be contacted for any hardware errors on an old Dell Guardium Appliance

    If your Dell Guardium Appliance is still in warranty IBM customers can get in touch with Dell and log a call to make sure a Dell engineer comes on site to rectify the problem.

    To contact Dell directly you will need your SERVICE TAG Number .

    Once you have your SERVICE TAG Number you can check the warranty status on the Dell Support site.

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Document Information

Modified date:
16 June 2018

UID

swg21612743

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